TELUS International is Revolutionizing Customer Support with GenAI-Powered Asynchronous Messaging
TELUS International, soon to rebrand as TELUS Digital Experience, is revolutionizing customer support with GenAI-powered asynchronous messaging. The company has developed TELUS Expert Messaging, a 24/7 support tool integrated into the My TELUS app, eliminating wait times associated with traditional customer service channels.
This innovative solution, built on Amazon Web Services (AWS) using Local Measure's Engage platform, combines AI efficiency with personalized human support. It allows customers to start, pause, and resume conversations at their convenience, while enabling providers to triage queries effectively.
How Does TELUS Expert Messaging Work?
The tool integrates with Amazon Connect and seamlessly combines customer communications, Amazon Bedrock foundation models, and machine learning into a single interface. This allows for a more personalized customer experience and helps agents provide better support.
Key Features of TELUS Expert Messaging
Here are some of the key features of TELUS Expert Messaging:
- 24/7 availability: Customers can access human support at any time, day or night.
- Flexible two-way interactions: Customers can start, pause, and resume conversations at their convenience.
- Single-message resolution: Many customer inquiries can be resolved with a single message.
- Eliminates wait times: The asynchronous chat feature eliminates wait times associated with traditional phone and live chat queues.
- Personalized support: The AI-powered system provides more personalized and accurate responses.
The Benefits of Asynchronous Messaging
Asynchronous messaging offers several benefits for both businesses and customers.
For Businesses:
- Reduced handling times: AI-powered asynchronous messaging can help reduce handling times and improve first contact resolution rates.
- Increased operational efficiency: The system can help businesses save money on staffing costs and improve overall operational efficiency.
- Improved customer satisfaction: Customers are more likely to be satisfied with a service that is available 24/7 and offers personalized support.
- Enhanced brand loyalty: By providing a better customer experience, businesses can increase brand loyalty and customer retention.
For Customers:
- Convenience: Customers can access support at any time, day or night, without having to wait on hold.
- Flexibility: Customers can start, pause, and resume conversations at their convenience.
- Personalized service: Customers receive more personalized and accurate responses from the AI-powered system.
TELUS Expert Messaging and Data Privacy
In order to protect against potential vulnerabilities and ensure a secure customer environment, asynchronous messaging systems must be built upon a strong foundation of data privacy and ethical standards. Incorporating Privacy by Design principles and undergoing extensive risk mitigation testing are key to protecting user data and ensuring their ongoing security and trustworthiness.
TELUS's Strategy for Digital Transformation
TELUS's strategy is to differentiate itself through premium digital experiences and responsible digital transformation. TELUS Expert Messaging is a key part of this strategy, as it allows the company to offer a more convenient and efficient customer experience.
What's Next for TELUS Expert Messaging?
TELUS Expert Messaging is currently available in English, with a French version planned for Q4 2024. The company plans to continue to develop and improve the tool, adding new features and functionality in the future.
Conclusion
The introduction of TELUS Expert Messaging marks a significant step forward in the evolution of customer service technology. By offering a 24/7, AI-powered asynchronous messaging solution, TELUS is setting a new standard for customer experience and helping to shape the future of digital customer support.
A New Era of Customer Service?
The launch of TELUS Expert Messaging is a testament to the growing trend of digital-first customer service strategies. This move could significantly enhance TELUS's competitive position in the telecom market. By offering 24/7 support without wait times, TELUS addresses a major pain point for consumers, potentially increasing customer satisfaction and loyalty.
This innovative approach could lead to a new era in customer service, where businesses are more proactive and responsive to customer needs. It remains to be seen whether this new model will become the industry standard, but TELUS is certainly leading the way.
